Legal

Complaints Procedure

We aim to get everything right first time. If we haven't, we want to hear about it, and we'll put it right.

Last updated: September 2026

Our commitment

Every client deals directly with one of our founders, so most concerns can be resolved with a quick conversation. If you would like to make a formal complaint, this is how we will handle it.

How to make a complaint

Please put your complaint in writing, by email or by post, and include:

  • your name and contact details;
  • the address of the property concerned;
  • what went wrong, including any relevant dates; and
  • what you would like us to do to resolve it.

What happens next

  1. Acknowledgement. We will acknowledge your complaint in writing within three working days.
  2. Investigation. One of our founders will look into your complaint in full, reviewing our records and speaking with you if that would help.
  3. Our response. We will send you a full written response within fifteen working days of acknowledging your complaint. If we need longer, we will tell you why and when you can expect to hear from us.

Our written response will be our final position on the matter, and will explain how to take your complaint further if you remain dissatisfied.

Independent redress

We are a member of The Property Redress Scheme (membership number ), an independent, government-approved service that resolves disputes between consumers and property agents free of charge to consumers.

You can refer your complaint to The Property Redress Scheme if:

  • you have received our final written response and remain dissatisfied; or
  • eight weeks have passed since you first made your complaint to us and it has not been resolved.

You must refer your complaint to the scheme within twelve months of your last communication with us.